Daniela Lagunas Juan
Sedona,AZ
Summary
Proven hospitality leader with extensive experience at Diamond Resorts-Los Abrigados Resort and Spa, excelling in customer service and front desk management. Skilled in resolving guest issues, enhancing satisfaction levels, and mentoring staff for peak performance. Achieved increased repeat business through exceptional guest services and problem-solving abilities. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Customer-oriented team member with strong background in customer relations and hospitality support. Seamlessly provides check-in and check-out processes and assists guests in friendly, courteous manner. Committed to leaving great, lasting impression.
Overview
9
9
years of professional experience
Work History
Front Desk Agent
Sunridge Hotel Group- Courtyard by Marriott Sedona
Sedona, AZ
10.2021 - Current
- Collected room deposits, fees, and payments before/during check in or check out.
- Collected guest information, payments, and reservations using hotel software systems.
- Manage working shift with low to no supervision.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel or department as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Assisted in training new front desk agents, sharing best practices and procedures.
- Trained new staff members in customer service techniques and hotel operations.
Assistant Front Desk Manager
Diamond Resorts-Los Abrigados Resort and Spa
Sedona, AZ
03.2021 - 09.2021
- Participated in daily quick staff meetings to discuss day goals, challenges, and opportunities for improvement with each department.
- Ensured adherence to hotel policies by monitoring employee compliance during shifts.
- Assisted in staff training, ensuring consistent quality service to guests from all team members.
- Supervised front desk staff.
- Resolved conflicts calmly between employees or customers by employing effective communication skills during tense situations.
- Responded to customer service inquiries, both in-person and by telephone.
- Modeled positive attitude and encouraged front desk employees when dealing with difficult guests.
- Handled high call volumes, maintaining a professional demeanor while providing accurate information to potential guests.
- Provided resources for training new employees and ongoing training for current staff.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving issues at the front desk.
- Managed reservation system, accurately inputting guest details and booking information for smooth operations.
- Contributed positively towards a welcoming work environment that encouraged collaboration amongst colleagues.
- Served as a knowledgeable resource for guests seeking recommendations on local attractions, dining options, or transportation services.
- Provided exceptional customer service, resulting in increased repeat business and positive online reviews.
- Coordinated with other departments to address guest needs promptly, enhancing overall satisfaction levels.
- Assisted manager with guest check-in and check-out and provided customer service.
- Worked with housekeeping, maintenance, sales and security team to resolve issues or questions.
- Collaborated with housekeeping and maintenance departments to ensure timely room turnover and optimal guest experience.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Checked guests in out of hotel, made reservations, and processed payments.
Front Desk Agent/ PBX Operator
Diamond Resorts- Los Abrigados Resort and Spa
Sedona, AZ
09.2018 - 03.2021
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Coordinated with housekeeping and maintenance to ensure rooms met hotel standards.
- Contributed to higher occupancy rates through outstanding customer service.
- Updated guest profiles with preferences and requests for personalized service in future stays.
Housekeeping Dispatcher
Mastercorp- Los Abrigados Resort and Spa
Sedona, AZ
09.2015 - 09.2018
- Open day reports and preparing lists for housekeepers and housemen.
- Improved room turnover efficiency by coordinating housekeeping staff and delegating tasks appropriately.
- Conducted regular performance evaluations of housekeeping staff, identifying areas for improvement and providing constructive coaching on how to enhance their skills further.
- Implemented inventory management practices to maintain adequate supplies for daily operations while reducing waste.
- Maintained accurate records of completed tasks and room statuses, resulting in a well-organized workflow.
- Enhanced guest satisfaction by promptly addressing special requests and concerns through effective dispatching of housekeeping staff.
- Collaborated with other department managers to address guest needs efficiently, creating a seamless experience for guests.
- Coordinated with maintenance team proactively to ensure prompt repairs or replacements within guest rooms, minimizing downtime for guests'' rooms availability.
- Streamlined communication between departments for better guest services and timely issue resolution.
- Monitored and tracked dispatch communication systems.
- Received new orders, prepared documentation, and assigned personnel.
- Make sure rooms were turned in to Front desk by check in time.
Education
High School Diploma -
Sedona Red Rock High School
Sedona, AZ05.2010
Skills
- Customer Service
- Guest Services
- Problem-solving skills
- Cash Handling
- Hospitality services
- Credit and cash payments
- Listening Skills
- Front Desk Management
- Front Office Support
- Room assignments
- Training and mentoring
- Foreign Languages
- Staff Training
- Problem-solving abilities
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Front Desk Agent
Sunridge Hotel Group- Courtyard by Marriott Sedona
10.2021 - Current
Assistant Front Desk Manager
Diamond Resorts-Los Abrigados Resort and Spa
03.2021 - 09.2021
Front Desk Agent/ PBX Operator
Diamond Resorts- Los Abrigados Resort and Spa
09.2018 - 03.2021
Housekeeping Dispatcher
Mastercorp- Los Abrigados Resort and Spa
09.2015 - 09.2018
High School Diploma -
Sedona Red Rock High School